NetSuite drives huge e-commerce growth at Jimmy Jazz

Content Management

by Duncan MacRae| 19 June 2014

The fashion retailer sought superior order management and CRM.

Jimmy Jazz, a fast-growing multichannel retailer of urban and hip-hop inspired apparel and footwear, has achieved outstanding ecommerce success with an order management from NetSuite, a provider of cloud-based financials/ERP and omnichannel commerce software suites.

The company, founded in 1989, based in Secaucus, New Jersey with 170 physical stores throughout the eastern US, implemented NetSuite OMX to support its ecommerce storefront that broadened the business beyond its roots as a brick-and-mortar retailer in the greater New York City area.

Jimmy Jazz is also taking advantage of the CRM and email marketing capabilities included in the solution for a single customer view that helps call centre agents improve support effectiveness and deliver personalized email communication based on a customer's order frequency, dollar value of purchases and products ordered, which is paying off in greater sales.

Since going live in late 2009, JimmyJazz.com has averaged 87% annual growth and has recently launched an international initiative that's expanded ecommerce sales to 70 countries across Europe, Asia and South America, with 90 countries expected to be covered by the end of 2014.

David Wachter, EVP & GM of the Ecommerce Division at Jimmy Jazz, said: "The scalability and reliability of the solution have definitely allowed us to grow at a phenomenal rate.

"Having an order management solution like NetSuite OMX that handles order and warehouse management that includes pick, pack and ship through to the call centre, customer support, CRM and email marketing software, really does allow us to scale.

"The CRM capabilities have also been a great tool for doing segmentation and personalized emails to our customer base. Also, our call center relies solely on those customer records when a customer calls in, and that's been very efficient and effective. We like to say we're 'fanatical' about customer service and that wouldn't be possible without NetSuite OMX."

With NetSuite OMX, Jimmy Jazz says it is able to:

- Handle hundreds of thousands of orders a year through its website and call centre, scaling to meet peak demands of back to school, holiday and spring/summer seasons.

- Gain the efficiency it needs for fast, accurate order fulfilment that meets customer expectations while minimizing manpower requirements at its 100,000-square-foot distribution centre, at which the company internally handles all pick, pack and ship for domestic and international fulfilment.

- Support partnerships with the global third-party logistics (3PL) provider i-Parcel, which handles shipping of streetwear and footwear products for Jimmy Jazz to countries around the world.

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